Review Queue
Triage incoming chart reviews and route each one to the right provider.
The review queue holds your network's chart reviews — clinical reviews a provider completes from the patient's chart, no live appointment (the app calls these async reviews). This page covers triaging and routing. Who can do this: Admins and Provider Delegates route reviews; only Providers decide — see Roles & Permissions.
Open Visits
How reviews arrive
Reviews start from paid orders or required form submissions, then move from waiting to under review to completed. Everything is visible in Async Visits.
How reviews reach a provider
A provider can be assigned — or claim — a review only when two things are true at once: they hold an active license in the patient's state, and they're assigned to the client where the patient signed up.
Review stuck unassigned? Check in order: is any provider licensed in the patient's state; is that provider assigned to the patient's client — see Assign Providers; are forms and labs complete so the review is workable. One of those three explains almost every stuck review.
Queue states
| State | What it means |
|---|---|
| Waiting | Ready to route or claim; nobody is on it yet. |
| Under review | A provider is working the review. |
| Completed | The provider recorded a decision: approved, denied, or deferred. |
Triage the queue
Filter for what needs routing
Start with unassigned and waiting reviews — they're the ones aging silently.
Confirm the review is ready
Confirm the patient, client, product, forms, and labs are in place before a provider spends time. Missing forms or labs block the decision, and the review bounces back.
Assign or reassign a provider
Route each review to a provider whose license, client assignment, and state coverage fit the patient.
Monitor and unassign
Watch progress through the day; unassign and re-route reviews that stall.
Who does what
Admins monitor everything, assign, reassign, unassign, and coordinate. Provider Delegates view the queue, assign and reassign, inspect progress, and coordinate follow-up. Providers claim eligible reviews and make the clinical decision — see Complete Chart Reviews.
Delegates route work; they never replace provider sign-off. The clinical decision belongs to a provider with the right license and assignment.
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